Customer Service Representative

1 month ago

Concord, California, United States Bay Alarm Full time
Job Summary

We are seeking a highly skilled Customer Care Operator to join our team at Bay Alarm. As a key member of our customer service team, you will be responsible for handling and resolving customer inquiries in a timely and professional manner.

Key Responsibilities
  • Manage incoming phone calls and address customer needs as required.
  • Complete follow-up work in a timely manner.
  • Sort and distribute department mail and email to the team.
  • Handle customer complaints and ensure resolution.
  • Log customer comments in the system.
  • Respond to customer email inquiries, chat, and branch personnel.
  • Review billing statements and answer questions regarding invoices.
  • Make account adjustments, process refunds, credit card payments, and speed pay payments.
  • Evaluate customers' requests to cancel service and take appropriate action to retain the account.
  • Schedule removal of Bay retained equipment upon account cancellation.
  • Route calls to appropriate personnel.
  • Scan and file all written communication between the department and customer.
Requirements
  • 1-2 years of heavy telephone answering skills required.
  • 1-2 years of central station/call center experience preferred.
  • High School diploma or equivalent required; 1-2 years of post-high school education preferred.
  • Excellent communication skills required.
  • Good computer data entry and retrieval skills required.
  • Excellent follow-through and problem-solving skills required.
  • Intermediate word processing and basic spreadsheet competence required.
  • Final applicant will need to have the ability to pass a pre-employment screening process.
What We Offer
  • Guaranteed 40-hour workweek with overtime opportunities.
  • Paid training and a clearly defined career path (level system).
  • Alarm system purchase plan and employee discounts.
  • Benefits: medical, dental, vision, life insurance, long-term disability.
  • Vacation, sick time, holidays, Bay Alarm days.
  • 401(k) with a company match.
  • Employee referral bonus program.
  • Flexible spending account.
  • Employee assistance program (EAP).
  • Education reimbursement.
  • Family scholarship programs.
  • Employee resource groups.
  • Community service programs.

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